Customer service

1.  Service Goal

LEIEN customer support could reflect our attention and guarantee for customer, LEIEN technique support service goal is:

“To resolve technique problem during operating process timely, quickly, reliably, to make all sold products running safely and stably”

For achieve this goal, LEIEN technique support task is:

“To meet customer requirements comprehensive in technique support service levels by our technique engineer with rich product knowledge and practical experience.”

2. Customer Support Team

LEIEN customer support team is composed of the engineers who passed professional technical training and have superior business levels, base on LEIEN technique center. This team focuses on the customers, it has high responsibility and with fully passion, it is professional technique support team. They could support technique support and help for you and make solution for your technique problems.

3. Service Method and Range

LEIEN designed the variety of technique support service for different customer with different product. For different service contract customer, LEIEN customer support team will provide telephone, e-mail and other forms of technical assistance.

Service method:

Provide electronic support base on internet.

Provide remote telephone support service.

Service range:

The basic configuration of products.

The primary analysis and diagnosis of product’s technical problems.

To provide modified software of product’s own problem.

The return and repair of product.

4. Service Response Time

The normal service time is from Monday to Friday on 8:30am-5:00pm (except public holiday). For customer submit problem, the engineer should give response within two hours after received customer calling.

For the technique problems that be submitted by customer in electronic ways, as e-mail etc, the engineer should give response on the second work day (except special status, as network failure).

5. Customer Support Service Flowchart

6. How to Obtain Technique Support Service

You could contact with customer service support team as follow team:

● Add: Shanghai Songjiang District Xu Tang Lu No. 168 Building 2 layer 2

● Post Code：201612

● Tel: 0086-21-64850324  13761711839

● Fax: 0086-21-64850324

● E-mail: liumei@leienyl.com